Customer Service FAQs
We wish you to have a smooth transaction and pleasant shopping experience with us. The following topics should cover most of what you may need to know, but if you cannot find the answer to your specific query here, then please don't hesitate to ask us your question directly via our Contact form - we will reply to you very quickly, in well under 24 hours.
- Contact Us
- Shipping Options & Charges
- Cancelling or Returning Your Order
- Faulty, Damaged or Incorrect Goods
- Returns Procedure
- Terms & Conditions of sale
- Recycling Household Electrical Equipment (WEEE Directive)
Need to ask us a question?
No problem - just use our Contact form . Or, even simpler, email us at:
We will respond to your enquiry within 24 hours, usually it's a lot less time than that.
The Enquiry form / Customer Service email address is the quickest way to get in touch with us and to ensure a considered response.
Shipping Options & Charges
FREE UK DELIVERY ON ALL ORDERS OVER £20
We aim to dispatch your order as quickly as possible; many orders will be dispatched the same day, while some items may take up to 72 hours to be dispatched. In general, if your order is £20 or more and you have opted for the Free Shipping, you should expect to receive your order within 1 - 5 working days of placing your order.
Shipping upgrades are available on most shopping carts for additional charge. How quickly you will receive your order depends on two things: 1) How quickly we can dispatch your order to you; and 2) Whether Royal Mail or a courier service is used to actually convey your order to you. In the shopping cart, you will be able to upgrade from the Free Shipping to a faster Courier delivery, with or without faster handling time. The fastest delivery would be
We will let you know when your order has been received and passed into the warehouse for packing and dispatch, and also again when your order has actually been sent out to you, along with any tracking information for your package if available. We use a variety of postal services and carriers to get your order to you. For most orders where the Free Delivery option applies the delivery method will usually be by Royal Mail. Where a shipping upgrade has been purchased delivery may be by a courier company.
So long as your address is in the UK, there are no delivery charges whatsoever if the total value of your order is £20 or more! However, if you wish, you can choose to upgrade your delivery method to either 1st Class (Royal Mail 24 service) for an additional £1.99 (per order) or upgrade to Guaranteed Next Day Delivery for an additional £4.95 (per order) - with this option a delivery attempt is Guaranteed for following day otherwise we refund your shipping fee (please see our Shipping Charges page for full details of this Guarantee).
Cancelling or Returning Your Order
We understand that you may change your mind about your order after it has been placed with us, or you might like to return your goods to us after you have received them. If this is the case please review the following advice and then contact us via the Contact form, quoting your order number.
Cancelling your order before goods are received
- If we have not yet dispatched your order we will cancel the order and full payment will be refunded.
- If the order has been dispatched or we are otherwise unable to prevent the delivery from being made you should take delivery and then return the goods to us unopened and the cost of your order will be refunded. You must obtain a returns authorisation number from us via the contact form prior to returning any item otherwise the return may become lost or be rejected.
Under our Money-Back Guarantee you have 14 calendar days to cancel your order starting the day after the date of delivery. You must firstly let us know you wish to cancel your order via the contact form. Once you have notified us you wish to cancel your order and return the goods to us, you must then do so within 14 days. You are responsible for the cost of returning the goods to us - unless they are damaged, faulty, not as described, incomplete or incorrect - in which case, please see Faulty, Damaged or Incorrect Goods.
Please note that you must take good care of the goods whilst they are in your possession. If you do not exercise reasonable care and the goods are damaged whilst in your possession or in transit we will not be able to accept the returned goods. Items must be returned in original packaging, which must also be in good condition. You must obtain a returns authorisation number from us via the contact form prior to returning any item otherwise the return may become lost or be rejected.
When you return your goods please return in an as new and saleable condition complete with all packaging and accessories supplied.
Please note that the Money-Back Guarantee does not apply to certain items unless these items are faulty or incorrectly described. Such items include:
- products which have been personalised for you
- made to order products or made to measure items
- perishable goods
Where a product has been specially made or customised for you, unless faulty, we're unable to refund or offer an exchange. We're unable to accept cancellations for these orders, unless within 1 hour of the order being placed. We'll make this clear when you place your order.
You are required to take reasonable care of items. Please return an item in its original and undamaged packaging with all of its components. If an item is returned undamaged in its original and undamaged packaging, we will issue a full refund in accordance with Refunds.
For specific instructions on how to return your goods please see Returns Procedure.
When posting an item back to us make sure you obtain a proof of posting certificate which is provided free of charge by the Post Office, or send by some form of tracked delivery service (for your own protection).
Faulty, Damaged or Incorrect Goods
Please check to see which of the following applies to you:-
Goods arrive damaged
When your goods are delivered please check your order is complete and not damaged. In the unlikely event your order arrives damaged, please let us know via the Contact form and we will tell you how we will resolve the problem for you. If it is a signed-for or courier delivery, you have the option to not accept the delivery. Enter on the courier's system “Damaged” along with a brief description of how or where the item is damaged, and the goods will be returned to us. We will then contact you to tell you how we can solve the problem for you or you can let us know about the problem and your rejection of the package via the Customer Contact form
If you accept the delivery, please retain all original packaging. Please note that for courier companies to accept liability for damage caused in transit we must inform them of any damage within 24 hours of delivery. Therefore, you should inform us via our Contact form as soon as possible following delivery of any damage where a courier company has been used for the delivery and you have accepted delivery of the goods (not Royal Mail). Any claims made after this time but within 5 days will be subject to our discretion and thereafter any such claims may be considered unreasonable.
You find your item(s) are faulty, incorrect, or otherwise not as described - 30 DAY REPLACEMENT GUARANTEE
Having accepted delivery of your order, if you then subsequently discover they are faulty or parts are missing, or there is any other problem with your order, you are entitled to a replacement/repair under our 30-Day Replacement Guarantee.
Under this Guarantee we will replace any item totally free of charge if you find any problem with your purchase within your first 30 days of ownership of the item. You will incur no costs whatsoever in either returning the item to us or receiving a replacement/repair.
The 30-Day Replacement Guarantee is in addition to any manufacturer warranty or guarantee (there is also a 1-Year Manufacturer Warranty on most of the items we sell).
Where a replacement/repair is not possible e.g. because the product/parts no longer exist then a full refund will be offered.
- if you are not happy with your item because it is faulty or there is some other problem to do with the the performance or functioning of the item, and you do not give us the opportunity to put things right for you by sending a replacement, then this will be treated as a voluntary cancellation of your order and fall under the procedures outlined in the 'Cancelling or Returning your order' section above.
- some of our products are quite complex and prior to agreeing to arrange a replacement for you, we may need to work with you to understand better the nature of the problem you are experiencing so that we can offer the correct assistance to resolve the problem for you. We would like to thank you in advance for your co-operation on this.
In the first instance, if you do experience any problem with your order within the first 30 days of its ownership, please contact us with your order number and a brief outline of the problem using our Contact form.
Goods become faulty after 30 days
If you have any problems with your purchase after the 30-Day Replacement Guarantee period we are here to offer help and assistance, and we will assist you in the return of the item either to ourselves or directly to the manufacturer. In the first instance please contact us via the Contact form with your order number and a brief outline of the problem.
Most of our products are supplied with a manufacturers 12 month warranty, and please contact us in the first instance if you feel you need to make any claim any the manufacturers warranty, as we are here to help.
Please note however if a fault is caused by misuse, negligence or accident then it may not be covered by the manufacturers warranty and therefore any repair will be chargeable. If you decide to proceed with a repair under these circumstances you must confirm your acceptance to us within 28 days. If the items have been sent back to us or our agents for repair and, you do not confirm acceptance of costs then the item will be sent back to you not repaired and a charge may be payable.
Please note - None of the above affects your statutory rights under current UK consumer protection legislation.
Should you wish to return any product purchased from this site, please carefully read and follow the instructions in the two sections above Cancelling or Returning Your Order and Faulty, Damaged or Incorrect Goods
Please note that prior to returning any goods to us, you must contact us first for a returns authorisation number, and to obtain a customised returns address that will be unique to your order. The customised returns address will contain information that will ensure your returns package reaches us safely and securely, and goes to the correct department for efficient processing of your refund or replacement.
You can contact us to obtain authorisation for your return either by using our Contact form or you can send an email to:-
firstname.lastname@example.orgPlease quote your order number when using the Contact form or emailing us. We will then provide you with Returns instructions.
Once you have received your returns authorisation, carefully repackage your goods and dispatch back to the customised returns address we have provided to you.
Goods are your responsibility until they reach our warehouse, so please ensure that you package them well to prevent any damage in shipping. In all cases, all goods returned must be in their original condition and will be inspected on arrival. Please ensure you repackage the goods in their original packaging. Please make sure any / all accessories / instructions etc. are included.
Please note that you are responsible for the cost of return postage unless informed otherwise, for example, if you are returning an item for replacement under the 30-Day Replacement Guarantee (see above section) in which case we pay your return postage.
We recommend that you obtain a proof of posting for your return package at the Post Office counter, or use Royal Mail signed-for service or a low-cost courier such as MyHermes, both of which provide tracking if for any reason your returns package should not arrive at our warehouse. This is for your own protection. Regrettably, we cannot accept liability for returned goods that we fail to receive, or for those that get damaged when shipped to us. All returns, including replacement requests, will be checked.
For full details on what is and what is not included in any refund, please see following section "Refunds"
You will receive a full refund of any payment you have made if you cancel your order in time for us to be able to stop the delivery. Please see Cancelling or Returning Your Order for what you need to do to cancel your order. You must contact us for a returns number and personalised returns address before you return any unwanted item to us.
Please note that due to our Delivery Promise there can often only be a very short period available between your placing of an order on this site and when we start to prepare your order for shipping. Once this preparation has commenced, we may not be able to prevent the actual delivery.
If we are unable to stop the delivery of the goods to you, or if you have already received your order, then under our Money-Back Guarantee we give you 14 days to cancel your order starting the day after the date of delivery. Again, please see Cancelling or Returning Your Order for details of how to get your money back under this Guarantee. You will need to follow the steps outlined in Returns Procedure in order to receive your refund.
In these circumstances, so long as you have followed all the steps outlined in Returns Procedure we will make a full refund of your original payment, excluding any delivery upgrades* you might have paid for. Please note you are responsible for the cost of returning any items back to us (unless you are informed otherwise).
We will let you know as soon as we have received your returned unwanted goods, and your refund will be processed by us within 14 days of our receiving your return.
Refunds can only be made back to the payment method that was used for the original order. That is, any refund will be made only to the credit or debit card of the person who originally placed and paid for the order, or to their PayPal account, etc.
It's important that any unwanted item, unless faulty, is returned in a re-saleable condition. Please see Returns Procedure for full details but basically this means you must return unwanted goods with all original packaging and labels, and that any returned unwanted items are undamaged and unused. There are certain products we cannot provide a refund for, these are listed as exceptions in Cancelling or Returning Your Order.
We reserve the right under the Money-Back Guarantee to make a deduction from your refund if any decrease in the value of any goods supplied to you has occurred as a result of unnecessary handling, wear or damage by you.
For refunds that might arise in the unlikely event that the goods you have received are faulty, damaged or incorrect, a full refund is made and we pay for your return postage. Please see Faulty, Damaged or Incorrect Goods for further information on this and on our 30-Day Replacement Guarantee.
* A delivery upgrade is where you have paid extra for a 1st Class or Next Day delivery. The additional cost of these delivery upgrades are not included in refunds. Please see Delivery Promise, Shipping Options & Charges for further details on delivery upgrades.
Terms & Conditions of sale
Please see separate T&C page for full terms and conditions of each sale.
Recycling Household Electrical Equipment (WEEE Directive)
We are a registered producer under the Waste Electronic and Electrical Equipment Regulation 2007. This means we contribute towards the costs of collecting, testing and recycling this fast-growing and problematic waste stream. Our producer registration number is WEEE/EE3271RQ.